I'm not very happy with Security Bank ATMs. I don't have much choice in the matter since my company has my salary go into a Security Bank ATM account. But I'm definitely not impressed with their ATM software or their commitment to quality, if any.
Long ago I saw a Security Bank ATM bug where, if I were to try to withdraw, say PHP 11,000, the ATM would say that it was out of 100 peso bills (I think, or 500 peso bills) and that it could not process the request. The actual error is that Security Bank has a cap of PHP 10,000 on individual withdrawals. The error message is wrong though.
At exactly the same time (during the same withdrawing session), I also saw a strange bug. I was at the Security Bank branch at Timog and Tomas Morato in Quezon City and the ATM said that it was in Baguio. I don't know what the deal was there. Maybe they moved the Baguio ATM and physically installed it at Timog and Morato. Or maybe they took the install disks or CDs from Baguio and installed them elsewhere. Whichever it was, the lack of quality control is disturbing in a bank.
Just yesterday (8 Nov 2006), I was at the Security Bank on Shaw Blvd (right by Jose Rizal University). The old gentleman ahead of me took a long time to process his transaction. He was confused though, he seemed to think that either he could withdraw PHP 1432.57 (or something like that), or he might have been trying to do a merchant payment. He was trying to do all this at Security Bank even though he was a Metrobank subscriber. So, OK, he was just confused. I pointed him in the direction of the Metrobank branch up Shaw Blvd a bit.
When it was my turn at the ATM, I was concerned because the screen was blank except for some ASCII at the top (which had an A:\, and some random characters, some of them greek). So I thought maybe the ATM was not working. When I pressed a button though (ENTER), a text menu came up asking me which telephone company I wanted to pay bills for. That's bug #2. Why was I being asked to choose a telephone company when I hadn't even inserted my ATM card yet.
I wasn't interested in paying any telco bills, so I pressed CANCEL and it went to the ASCII rubbish at the top bug. I wasn't too confident about this, but the bank staff were still in the bank (but the bank was closed). I figured if something went wrong, I'd just knock on the door and tell them the problem.
So I fed the ATM my card and was able to withdraw money. When the transaction ended, the screen went blank again, with the ASCII rubbish at the top.
I pointed this out to the guards, but they said there was nothing wrong and they had just reinstalled from CDs (or floppy, I couldn't quite understand that part). I guess the guards had been *told* (perhaps by the manager, or some IT guy, or whoever was in charge of the care and feeding of the ATM) that it was OK. In which case, whoever that person was had no clue.
The clearly visible bugs in the ATM detract from the confidence that depositors or account holders have in the COMPETENCE of the bank. If they can't fix the bugs in their ATMs, how confident should I be in their financial and accounting competence? The fact that they *KNOW* about these confidence sapping bugs in their software, and they don't care enough to at least hide them from view (by taking the damn ATM offline until the glitches are fixed) weakens my confidence in them some more.
With Banks (and with other companies too, but with Banks and hospitals and air traffic control systems in particular, where lives or money may be lost) there must be no tolerance of error. Even if the branch manager knows that the ATM will continue to function correctly, the customer doesn't know that.
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